Laura’s Letter: What I learned staying with private-room hosts

[Laura_C]

May 20, 2019

Hi everyone,

Congratulations to all of you who achieved or maintained your Superhost status in the April assessment! The longer I’ve worked at Airbnb, the more I realize what an incredible accomplishment being a Superhost is. Thanks to all of you for providing wonderful experiences for guests around the world, and for setting the standard for hospitality for Airbnb.

As many of you know, my role at Airbnb is to look after the team that builds products, community, and resources for home hosts like you. When I joined Airbnb last July, one of my top priorities was to quickly immerse myself in the world of hosts and hosting—in particular, to learn more from some of our amazing hosts (and Superhosts!), gather some great tips from them, and bring those back to our host community (and our teams here at Airbnb). There’s nothing quite like firsthand experience, so as part of my journey, I decided to stay in a private room once a week. I have three small children at home, so it was a pretty big commitment, but it ended up being such a delightful experience in some fun and unexpected ways. I’m excited to tell you about what I’ve learned over the past few months.

Getting to meet Superhosts like you was one of the highlights of my recent adventures staying in private rooms. There are more than 161,000 Superhosts who share private rooms on Airbnb— that’s 29% of all Superhosts. And private-room listings are popular with guests, too. In 2018, tens of millions of bookings were in private rooms, which was a significant share of all bookings on Airbnb. Private-room hosts and listings are a really important part of our community.

I had 3 goals for my private-room stays

1. Experience variety (staying at listings with different price points, and different types of hosts: new, Plus, Superhosts, etc.)
2. Have personal interactions (I reached out to hosts ahead of time and invited them to chat with me more about their experiences, and share thoughts on how we can help them more)
3. Gather learnings (What was my experience as a guest? How can we support hosts more? What is the host doing brilliantly that other hosts can learn from?)

So, what did I learn? Well, the first big takeaway was that we need to do more to help you better set guest expectations (which can help with better reviews). This is something that’s really important for all hosts but absolutely crucial for private-room hosts, many of whom share a bathroom or kitchen with their guests. On our end, I think that starts with categorization. How can we better differentiate different types of listings on Airbnb (need a room in a castle, anyone?), especially as we begin to welcome more bed-and-breakfasts and boutique hotels alongside homes and rooms? How can we help you make it clear to guests that there are cats in the listing? (I am much more of a dog person than a cat person, but I have to admit that I made friends with many cats during my stays!)

Next, I learned many things about what can make a stay great from a guest’s perspective. I appreciated a lot of different things—clarity on where I could go and what I could use (shampoo? fridge space? through that random unmarked door?) was a big deal. Having some information from the host on who else was going to be in the house was also hugely reassuring. Knowing the hours of the other people in the household was also great so that I could be a respectful guest (I get up early, and always wanted to be thoughtful of not waking up everyone else in the house!).

In fact, many of you have already shared some wonderful tips for hosting a private-room listing here in the Community Center. (This thread really impressed me, and I enjoyed the comments on this article, too). I’d love to continue to hear from you on this subject, and I’d love to learn more about what we can do to help you as private-room hosts succeed. Please tell me your suggestions in the comments, below.

And finally, and perhaps most importantly, I was reminded again of what an incredible community of hosts we have. I met one host who started hosting so that she could have more flexibility to support her children with special needs, and another who took a big pay cut to follow their heart and work in the non-profit sector … hosting helped them have the financial flexibility they needed to make that move. I met one host who has developed extraordinary relationships with her guests (many of whom come back often to visit) and another who started hosting so that she could afford to keep her family’s home while her children went to college. I love that Airbnb is helping people around the world build wonderful connections and support their goals and passions in life.

Congratulations again to those of you who are Superhosts, whether you’re sharing the spare wing of a castle, an entire home, or an extra bedroom in your apartment. I hope to meet you on my next outing. Until then…

… Happy hosting!
Laura

[Jeannie9]

I too just provide clean base sheets, duvet cover, pillowcases for visitors. There are heating pads on the beds, and throws, and extra blankets in each room (I've shivered in Bangkok when the temperature dropped to 22C, so I can sympathise with people from hot climates experiencing the Scottish summer) - but nobody's ever asked for a top sheet. Yet.

PS a couple sharing a double bed once asked for an extra single duvet and cover - one of them was an inveterate duvet-hogger. Clever way to save a relationship!

[Helen427]

@Karen1691 

A doona is Australian slang / terminology for a duvet.

Welcome to ABB CC where we all share a common theme of learning about others & there culture, including different words for everyday items.

All the Best

Central To All Home & Location, across the blue sea from Australia, in New Zealand

[Stephen195]

I face the same challenge with some of my guests. To overcome this I invested in a Vellux blanket, which is made from synthetic fibres, is machine washable & dries really quickly (15-20 minutes in my heat pump clothes dryer). 

I launder the blanket & mattress protector weekly as a minimum. More recently I invested in a second Vellux blanket & a second mattress protector, so laundry demands aren’t deadline driven.

When all clean + dry they’re folded & bundled with a couple of other items & stored in a zippered box I bought at IKEA. 

[Helen427]

@Stephen195 

Ah, synthethics...where's your green approach??

Be mindful to maybe go green & cotton/ wool when you replace them..

All the Best & great to see a neighbour across the blue seas contributing to CC

[Stephen195]

Thanks for being judgemental in an online community @Helen427 

[Helen427]

@Stephen195 , No offense intended & apologies if you have taken what I've written out of context - there's been discussion here in CC re eco & green friendly environment.

My comments are intended to be positive, we are all different but similiar & here to help each other for the the betterment of our economies - I personally love wool from our sheep, but that's just me!

See you here in CC again as it's here for us all to contribute to

[Nesamani0]

When the guests check in my caretaker tactfully suggests they sleep between the sheets & it works.

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@Sheryl80 wrote:

It was great to read your article about sharing your experience with hosts.  I have had many guests stay with me since taking up AirBNB last year. 

I do have one question that may affect other hosts as well.

a)   Some guests do not actually sleep between the sheets on the bed and prefer to sleep on top of the blankets and under the duvet.  This, personally, makes it very hard to ensure the bed is perfect for the next guest as sometimes weather etc prevent washing blankets and I always change the sheets when the guests leaves regardless of if they have been slept between them or not. 

b)   Do other hosts experience this happening to them?  

I would love to hear what is expected by the powers that be?

Thanks for your time and yes we would love to see you "down under" checking us out.  Other hosts that have stayed with me have been ever so helpful in steering me in the right direction to be a SUPERHOST. 

Thanks Sheryl

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[Olga279]

Hi,

Instead of upper sheet, I use duvet covers that match pillow cases and close with a zipper - and the problem is solved. No one in sane mind would unzip the duvet case to sleep directly on the duvet :-)).

As the apartment has central heating, there is no need for extra blankets. And yes, after some guests spilt coffe over the mattress, I started using thin mattress covers under the sheet. These need not be laundered after each guest, but only after eg. 10 uses.

[Joanne343]

Hi Sheryl,

Yes I agree, I have noticed this too, so I have started making an even bigger fold down of the top sheet over the duvet so that the guest cannot miss the sheet and have to fold it down to get into the duvet.

Regards Joanne

[Janet452]

Hi Cheryl,

I could see this as a potential problem when I first started hosting, So I actually fold the top sheet back about 6 inches over the duvet, so that when they pull the pillows off the bed and the duvet back the top sheet always comes back with it, so I don't have your problem.  

Hope that helps.

Janet

[Pam291]

I understand that issue! I have had guests

sleep right on top of the spread, quilt, duvet. As a result, I have added to my house rules which are also posted in the rooms to turn the bed covers down for sleeping and lounging. 

[Dayele0]

Hello Sheryl,

I was delighted to know we are not the only ones who experience double sheets issues 🙂

Yes it is a matter of hygiene as far as we are concerned.

Here are  few comments which may be of assistance.

1.  When we show people into the rooms, we specifically point out the double sheets and pull them back with a hand between, and explain it is more hygienic.

2.  Winter, we use good quality flannelette sheets, which are very cosy and surely warmer than just a douvet, as they are very snug with no draughts.

[Lance-And-Marilyn0]

Yes we have this problem. To correct it we make sure that the top sheet is folded down further than usual so they can't miss it and then they will get under that sheet rather than on top of both of them. Still it happens that way too often. I guess some people just don't care if they are sleeping right under the top quilt or In between the sheets. Actually I don't get it but my tip seems to help somewhat. Good luck

[Sharon314]

My airbnb is in Scottsdale, Az.  It has been an unfortunate experience for me, too, to have guest sleep or nap on top of the high quality bedspreads I have, especially after they have enjoyed Spring Training in the hot sun, playing golf, horse shows, hiking, biking,  where they return hot and sweaty. I am now using high quality, light weight, washable blankets, with a scarf over the bottom of the bed.

[Michelle1229]

Hello Sheryl,

I also use a top Sheet, to encourage the use of it, I fold down the sheet on an angle, so they can see it. I often mention that there is a top sheet when during the brief tour of the home, I explain it will keep you much warmer on cooler nights.  I have 2 single beds so there is alot of bedding, but regardless of whether a person has slept under the top sheet I still strip all the Linen, that includes the Doona covers as well. I would not like to hop into a bed where another person has shared the same Doona cover regardless of sleeping under a top sheet. People also lay ontop of the bed and watch TV ect. I have 4 sets of complete linen as I donot own a clothes Dryer either. Yes its frustrating that you feel like your washing a completley clean bottom sheet. I also Iron the Doona Covers for me, it gives a crisp clean welcome to guests. I have personally stayed at airbnb's and am sure the Doona Covers are not changed after each guests. The disign they have allows them to get away with not having to iron them.